A big thank you to Wesley Mission for the opportunity to share my signature customer experience keynote for their Growing Our Impact team event in Sydney.
I joined around 30 team members across marketing, fundraising and communications as their event keynote speaker and facilitated a workshop focused on how customer experience moves from intention into everyday practice.
We explored ideas such as how organisations break down siloed ways of working and create a more connected view of the customer. How customer-centred behaviours become part of the way teams think, solve problems and make decisions, and how owning CX together can improve the experience and the outcomes that follow.
What made the conversation particularly interesting was the range of experiences this team helps shape. For some of their customers, it’s Home Care or Retirement Living. For others, they might be considering Foster Care, engaging with Disability Services or deciding to support Wesley Mission through a donation.
Some of those are significant moments in people’s lives. Others are smaller, everyday interactions. Better experiences can strengthen retention, recommendation and growth. For an organisation like Wesley Mission, that ultimately means something bigger: growing impact.
Thank you to Judy and the team for the energy, openness and willingness to get involved, and to Saxton Speakers for bringing us together.